IT Operations Analyst I

2 months ago

London, Canada TD Bank Full time

**Work Location**:
Canada

**Hours**:
37.5

**Line of Business**:
Technology Solutions

**Pay Details**:
**Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes.**

**KEY ACCOUNTABILITIES**

**CUSTOMER**
- **Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions**
- **Ensure change activities are performed on time, minimizing risk to the service/business environment**
- **Identify, resolve, or escalate service delivery issues and/or complaints**
- **Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery**
- **Prioritize activities to ensure time invested is appropriate to the availability impact**
- **Provide seamless integration of activities and processes, recognizing system interdependencies**
- **Act as an information source to colleagues, business partners and clients/customers**
- **Ensure prompt and timely updates to service issues, and follow through on outstanding problems
**SHAREHOLDER**
- **Deliver and maintain accurate reports and documentation**
- **Follow established procedures and standards**
- **Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)**
- **Maintain a secure work environment and ensure adherence to notification and escalation processes**
- **Communicate effectively within the team relative to service issues and scheduled changes**
- **Recommend improvements and enhancements to internal departmental processes**
- **Comply with well-defined enterprise technology delivery practices and standards and project management disciplines**

**EMPLOYEE / TEAM**
- **Work effectively as a team, supporting other members of the team in resolving critical service issues**
- **Prioritize and manage own workload in order to deliver quality results and meet timelines**
- **Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.**
- **Participate in knowledge transfer within the team and business units**
- **Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
**BREADTH & DEPTH**
- **Provides front line customer service support to clients on a broad range of issues**
- **Assesses level of knowledge of caller and translates information when providing assistance**
- **Prioritizes and may assign problems and service issues to other team members**
- **Co-ordinates problem resolution and the implementation of changes in accordance with established change processes**
- **Integrates all sources of information when providing assistance to clients**
- **Makes independent decisions within generally defined parameters**
- **Generally reports to a Team Manager**

**EXPERIENCE & EDUCATION**
- **Undergraduate degree or Technical Certificate**

**Who We Are**:
**TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.**

**TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing - and so will you.**

**Our Total Rewards Package**
**Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. **Learn more**

**Additional Information**:
**We’re delighted that you’re

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